Head Operations - MSP ATM

Job Description : Responsible for the overall operations and providing comprehensive high-touch customer service to maximize market share, customer satisfaction, operational efficiency, and profitability of the Managed Services business

STRATEGIC :

- Manage end to end service delivery, assurance, monitoring, and maintenance for the ATM sites and assets

- Manage relationship with CRAs and ensure service fulfilment as per SLA

- Manage escalation of all client queries and coordinate with vendors to resolve asset related issues at sites

- Prepare operational budget through internal and competitive benchmarking analysis for services and set performance measurement mechanisms for the same

- Chart out strategy for operations in consultation with the senior management, build capability and manage effective execution of the same

- Understand the market trends and provide inputs to the management on improving Managed Services value proposition and operational efficiency

- Guide and lead Operations team for effective operations and profitability of business

- Ensure clear definition of scope, goals, deliverables, project tasks, resource requirements and SLAs for all operations functions

- Ensure customer satisfaction and maximize market share through best in class operations practices

- Coordinate with Sales & Relationship Managers for market penetration, acquiring potential business and managing client escalation

- Strategize to ensure minimum risk and security leakages; work towards secure and free of risk-based losses operations

- Develop Ops SOPs and ensure adherence and implementation of the same pan India

- Participate in customer meetings on case to case basis on customer acquisition, service delivery, SLA fulfilment, and unjustified penalties

OPERATIONAL :

- Deliver AOP as budgeted; mange budget, resource allocation and schedules

- Ensure good infrastructure and safety of the all the sites in coordination with TIS team

- Maintain good relationships with the clients pan India and ensure compliance and adherence to agreed SLAs with clients

- Coordinate with HR and ensure effective people management, training and development, and retention of the employees

- Ensure preparation of periodic reports on operations performance along with analysis and share with respective stakeholders

- Liaise with regulatory authorities for fulfilling statutory requirements

- Drive acquisition, retention, career management, performance appraisal, and capability building of the ops team

- Coordinate with Recon team for penalties on CRAs

- Drive & encourage performance oriented culture towards achievement of strategic goals

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